Knowledge Management

The process of knowledge management

June 7, 2022
3 min

Understanding the 4 steps of knowledge management and how you can implement it in your business. This article will help guide you on each process to improve productivity and reduce turnover.

How do you define knowledge?

Knowledge is allowing oneself to gain awareness or familiarity of a fact or situation gained from experience. There are three types of knowledge. Explicit, implicit, and tacit knowledge. These 3 types of knowledge categorize our minds' tactical understanding. Let’s briefly dive into what each means:

  • Explicit knowledge is capturing knowledge through documentation, which in companies is considered intellectual capital.
  • Implicit knowledge is one's “know-how” knowledge. It’s usually a common rule between people and is considered a factual consensus.
  • Tacit knowledge is gaining knowledge through intuitive understanding. The experience that is gained as a repetitive practice.

Now that you have some familiarity with the 3 types of knowledge, let's look at the processes to form your Knowledge Management system.

Four Steps to Knowledge Management

The processes of knowledge management can be categorized into 4 categories. Following these steps can help improve efficiencies for using collective knowledge within your organization.

Knowledge Creation

This has to do with the creation of the collection of knowledge. These assets include the knowledge from product inventions, obtaining knowledge from competitors, or business-related knowledge that is obtained from best practices.

Documenting this is crucial. Many times, new insights are shared between colleagues through links or downloads that can get lost in a messaging feed. It’s important your colleagues organize these new industry insights within your knowledge management system. Better to be available for everyone over a select few.

Knowledge Storage

All knowledge your organization acquires should be stored in a knowledge repository. This can be a computer database where results of seeking information are searchable.

One of the major issues is that most organizations don’t have a properly organized repository. This prevents employees from quickly gathering knowledge when they need it. Disorganized storage can result in lost time from productivity. Searching takes time and time costs money.

Knowledge Sharing

Knowledge sharing is having a proper way to allow employees to access the information they need to do their job. Your storage is the company’s collective knowledge, therefore employees must have access to use the information.

Think of this as your company’s memory of both implicit and explicit knowledge. Whether it’s a recorded speech from the CEO or a research paper, this information should be accessed flawlessly when needed. Your organization depends on the success of how you share this organizational memory with colleagues.

Knowledge Usage

Using knowledge involves applying the processes of direction and routine. This allows for the performance of tasks and critical decisions. A person who holds the knowledge gives direction. They advise employees on what actions to take in the form of instructions. Routine then sets in by utilizing the knowledge set within the procedures, processes, or product to accomplish what was set out from the direction.

In order to facilitate value creation, Knowledge usage must be applied by these two processes, all while using a knowledge management system.

Logictry’s Knowledge Management System

Organizing both explicit and implicit knowledge does take work, especially if you plan to build your own knowledge management system from scratch.

You're the expert when it comes to your business. The first process must be accomplished in order to even formulate a product you want to sell. The hard part is actually organizing this information for others to use and share with each other. Many large companies today still don’t have well-organized solutions. But that is changing.

Logictry has a customizable solution for knowledge storage, sharing, and usage. This is created through the invention of logic maps. Logic maps areis a decision trees made using a markup syntax where logical conclusions can be predicted by previous statements. This solution drastically speeds up employees' searchability of finding knowledge to support answers fast.

Logictry’s knowledge management system supports a suite of tools. Both customer and employee-facing. These tools are the following:

  • Smart FAQ: Interactive FAQ for customers to get answers
  • Assessments: maps employees' skill sets to individuals who need answers from them
  • Chatbots: turn any logic map into a chatbot for a simple question or selection-oriented searches
  • Playbooks: any guidebook can be mapped out to be interactive for sales and processes
  • Search Tools: an interactive smart directory that supports large product SKUs for sales support
  • Configurators: A seller logic map that turns customer questions into answers instantly

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